Angelica Quinones
Albuquerque,NM
Summary
Dynamic professional with extensive experience in customer service and caregiving, notably at The Home Depot Inc. Excelled in problem-solving and client relations, enhancing customer loyalty and promoting client independence. Skilled in staff training and account management, achieving significant improvements in team performance and customer satisfaction.
Overview
3
3
years of professional experience
Work History
Customer Service Lead
The Home Depot Inc
09.2023 - Current
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
- Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
- Reduced average call handling time through efficient problem diagnosis and resolution techniques.
- Greeted customers and listened closely to problems described to determine solutions.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Collaborated with team members to develop innovative marketing strategies for promoting credit card products and services.
Caregiver
Alta Mira Specialized, Family Services Inc
04.2023 - 11.2023
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Built strong relationships with clients to deliver emotional support and companionship.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Transported individuals to events and activities, medical appointments, and shopping trips.
- Coordinated closely with family members regarding updates on patient conditions or concerns that arose during the course of caregiving duties.
- Documented detailed daily reports on each client''s progress, informing adjustments in care plans when necessary.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
Caregiver
Good Samaritan Society
03.2022 - 10.2022
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Built strong relationships with clients to deliver emotional support and companionship.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
Education
Radiology Technology - Medical Technology
Central New Mexico Committee College
Albuquerque, NM06-2027
High School Diploma -
Arisco Heritage High School
Albuquerque, NM05-2022
Skills
- Email etiquette
- Payment processing
- Cash handling
- Business writing
- Customer complaint resolution
- Telephone etiquette
- Order management
- Staff training
- Credit applications
- Client relations
- Account management
- Problem-solving skills
Timeline
Customer Service Lead
The Home Depot Inc
09.2023 - Current
Caregiver
Alta Mira Specialized, Family Services Inc
04.2023 - 11.2023
Caregiver
Good Samaritan Society
03.2022 - 10.2022
Radiology Technology - Medical Technology
Central New Mexico Committee College
High School Diploma -
Arisco Heritage High School
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